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Marketing, Sales & Service Customer Engagement Agency Operations Lead 위치 Warren, Michigan (+) Show all locations (-) Hide all locations 직무 유형 Full time 게시됨 8 24 2026 Job Requisition

JR-202617868

설명 The Customer Engagement Agency Operations Lead helps GM turn customer engagement strategy into coordinated, high-quality execution. This role leads the operating model that connects GM Customer Engagement, Foundational Experiences & Integration, Channel Strategy, Channel Operations, brand teams, and external agency partners so the right work is prioritized, the right teams are engaged, and initiatives move from idea to activation with clarity and momentum. You will shape intake and prioritization, clarify roles and handoffs, improve workflow visibility, and establish practical governance routines that help teams make faster decisions, manage risk, and deliver consistently across channels. As a key connector across business, technology, operations, analytics, creative, and agency stakeholders, you will build trusted working relationships, surface dependencies and roadblocks early, and translate ambiguity into actionable plans.

What You'll Do :

Partner with agency leads and internal owners to define and evolve ways of working, including role alignment, decision rights, handoffs, service boundaries, escalation paths, and success measures. Manage the operating rhythm for key agency relationships, including planning sessions, status and risk reviews, prioritization forums, retrospectives, and periodic business reviews. Coordinate agency planning, scopes of work, resource and capacity discussions, deliverables, dependencies, and documentation to support partnership performance and accountability. Map and continuously improve end-to-end customer engagement workflows from intake and briefing through prioritization, approvals, production, quality assurance, launch, reporting, and retrospective. Own practical standards for SOPs, workflow documentation, process maps, one-pagers, training decks, meeting charters, and other enablement materials; establish repeatable methods for governing process knowledge. Lead process deep dives, recurring effectiveness reviews, and end-to-end process improvement initiatives that identify roadblocks and improve accountability, decision speed, adoption, and operational consistency. Design and implement CRM governance and intake practices, incorporate new capabilities and channels into workflow standards, define cross-agency creative-audit workflows, and support training, communications, and stakeholder enablement. Your Skills & Abilities (Required Qualifications): 6+ years of experience in CRM, lifecycle marketing, marketing operations, program or project management, customer engagement, or a related field. Bachelors degree required. Demonstrated flexibility and curiosity to take on new challenges, learn quickly, and adapt to evolving priorities. Working knowledge of CRM principles and capabilities, with the ability to identify opportunities to improve strategy, adoption, and ongoing advancement. Proven experience designing, documenting, and improving complex, cross-functional business processes. Strong program management skills, including prioritization, dependency management, status tracking, risk identification, and follow-through. Ability to translate ambiguity into clear workflows, ownership models, governance practices, and actionable next steps. Experience working across marketing, creative, technology, operations, analytics, and agency environments. Strong facilitation, stakeholder management, communication, and executive storytelling skills. Ability to create clear and polished process maps, training materials, one-pagers, meeting charters, and leadership updates. Strong attention to detail with the ability to manage numerous concurrent initiatives without losing sight of strategic priorities. Sound judgment in handling governance, access, ownership, contractual boundaries, data dependencies, and process exceptions. What Will Give You A Competitive Edge (Preferred Qualifications): Experience leading agency operating models, including handoffs, service boundaries, workflow orchestration, and performance routines. Experience implementing or improving enterprise intake, work-management, taxonomy, content-governance, or digital-asset processes. Experience supporting organizational change through training, communications, rollout planning, and adoption measurement. Experience working in a large, matrixed organization with multiple brands, channels, agencies, and technology ecosystems. #

LI-MO1 GM

does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc.) 이 직무는 하이브리드 직무로 분류됩니다. 즉, 선발된 지원자는 특정 근무지로 주 3일 이상(또는 관리자가 지정한 다른 빈도로) 특정 근무지로 출근해야 합니다. 이 직무는 리로케이션 혜택을 받을 수 있습니다. 다양성 정보 General Motors는 법적으로 금지된 차별을 배제하는 것은 물론 포용성과 소속감을 진정으로 장려하는 직장이 되기 위해 노력하고 있습니다. 당사는 다양성이 보장되는 환경에서 직원들이 역량을 발휘하고 우리 고객을 위한 더 좋은 제품을 개발할 수 있다고 믿습니다. 따라서 입사에 관심 있는 사람이 있다면 포지션별 주요 업무와 자격을 확인하고 본인이 보유한 기술과 능력에 부합하는 모든 포지션에 적극적으로 지원하기를 장려합니다. 지원자는 채용 과정에서 역할 관련 평가(해당하는 경우) 및/또는 채용 전 스크리닝을 통과해야 합니다. 자세한 정보는 GM 채용 과정 안내 를 참고하십시오. 공평한 취업 기회 선언 (미국) General Motors는 공평한 기회를 제공하는 고용주임을 자부합니다. 자격을 만족하는 지원자는 인종과 피부색, 성별, 성적 지향, 성별 정체성, 국적, 장애, 재향 군인 보호법 적용 여부와 상관없이 채용 후보로서 심사를 받습니다. 숙소 (미국 및 캐나다) General Motors는 장애인을 포함한 모든 구직자들에게 취업 기회를 제공합니다. 구직이나 취업 지원에 도움이 되는 합리적인 숙소가 필요한 경우 Careers.

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